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Back-Office Management
Interface Redesign
Madlan’s outdated back-office interface led to inefficient workflows and overreliance on R&D support. Mixed-methods UX research identified key inefficiencies, informing a redesign that reduced response times by 50%, eased R&D dependence, and supported business growth.
My Role
Research
Product Management
Duration
~5 months
Methods
Contextual Inquiry
User Interviews
Usability Testing
Group Sessions
Context
Madlan’s outdated back-office interface was failing to meet the growing needs of the Customer Success and Informatics teams. Inefficient workflows and an overreliance on R&D support were causing bottlenecks, impacting daily operations and hindering the launch of a new B2B2C product. A redesign of the interface was prioritized to address these challenges and streamline team operations.
Business and Product Goals
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Streamline workflows to improve task efficiency, reduce bottlenecks, and improve the user experience for internal teams.
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Reduce reliance on R&D for routine operations.
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Enable efficient data and content updates for a new B2B2C product.
Research Process
1
Discovery Research
2
Wireframing and Requirements Definition
3
Follow-up Research and Pre-Release Refinements
4
Post-release Analysis and Feedback
Impact
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Improved Team Experience: Team members reported improved ease of use in their daily tasks, leading to higher satisfaction and smoother collaboration.
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50% Faster Customer Service Response Time: Streamlined workflows significantly reduced the time spent handling customer inquiries and content management tasks.
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Decreased Reliance on R&D Support: The new interface empowered teams to manage tasks independently, freeing up R&D resources for more strategic initiatives.
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Foundation for New Product Launch: The redesigned back-office interface played a key role in supporting the successful launch of a new B2B2C product, helping to expand Madlan's market reach.
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